Netflix and Spotify Earn Top Customer Experience Ratings for Streaming Media, According to Temkin Group
Netflix and Spotify deliver the best customer experience in the streaming media industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Netflix and Spotify tied for the top spot out of the 16 streaming media companies included in this year’s ratings, each earning a score of 74% and coming in 74th place overall out of 331 companies across 20 industries. This is the first year that streaming media companies were included in the Ratings.
The ratings of all streaming media companies in the 2017 Temkin Experience Ratings are as follows:
•Amazon Prime Instant Video: 73%
•Amazon Prime Music: 72%
•Apple Music: 68%
“Streaming media companies have a strong showing in their first year included in the Ratings. Netflix and Spotify currently lead the pack, but no company is more than 10 percentage-points behind them,” states Bruce Temkin, managing partner of Temkin Group.
Overall, the streaming media industry averaged a 70% rating in the 2017 Temkin Experience Ratings and tied for 6th place out of 20 industries.
Now in its seventh year of publication, the 2017 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 331 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.
In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent,” while a score below 60% is considered “poor.”